Overview
We\'re on a mission to make money work for everyone. We\'re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We\'re not about selling products - we want to solve problems and change lives through Monzo.
Role location and schedule
Remote, UK | £26,000 - £31,400 + Benefits. Start date: Monday 24th November. 37.5 hours per week, shifts between 9am-6pm with 1 week in 3 shifts 1-10pm and 2 Saturdays in 4.
Team
Our Fraud Protect team: Our Mission in the Financial Crime & Fraud Collective is to earn and keep our customers\' trust, support Monzo\'s safe growth, and contribute to building a safer society. Our Fraud Investigators are crucial to the success of this mission.
What you\'ll be working on
* The Fraud Investigator role within our Protect pillar provides vital after-care to Monzo customers who have fallen victim to value fraud across a range of touch points, including:
* Unauthorised card fraud
* Unauthorised faster payment fraud
* Authorised card payment fraud
* Authorised faster payment fraud
* Third party account takeover attempts
Responsibilities
* Gathering evidence from customers\' claim submissions via our in-app chat function and calls to and from customers
* Probing for further evidence where needed
* Use of Monzo\'s values to investigate claims with empathy and attention to detail
* Making decisions on cases and uphold or decline fraud claims up to a case value of £5,000
* Submitting accounts for closure where first party concerns are held following investigation (in line with relevant guidance)
* Triaging cases with a value of more than £5,000 for upwards escalation
* Safeguarding compromised accounts and taking appropriate remedial action to ensure customers can resume safe usage of their Monzo account
* Providing advice and support to victims of fraud on how they can protect themselves in the future
* Completing any post-investigation activity as required
We\'d love to hear from you if you have
* Excellent English written & verbal communication skills
* Previous experience in customer service or a related field
* Ability to be persuasive and empathetic
* Strong expertise in investigating, problem solving and decision making
* Ability to work well independently & be collaborative with the wider team
* Ability to work to deadlines
* Values driven approach in line with Monzo\'s core values
Application process
* Some initial application questions (please take your time, we read these carefully!)
* Recruiter call - informal and no need to prepare anything
* A remote interview, lasting approximately 1 hour
Please note we will only close this role once we have enough applications for the next stages. Please submit your application asap to avoid any disappointment. Our average process takes around 2-3 weeks. You will have the chance to speak to our recruitment team at various points during your process. If you have any questions ahead of this please contact charlottesmith@monzo.com
What\'s in it for you
* Salary range of £26,000 - £31,400 + stock options & benefits
* Distributed (work from home) role, with option to base in Cardiff office
* Learning budget of £1,000 a year for books, training courses and conferences
* And much more, see our full list of benefits here
Remote work requirements
* To work from home in the UK in a safe, private and distraction free environment
* A solid internet connection (download speed 10 Mbps; upload speed 5 Mbps)
Equipment
* We\'ll provide you with a Macbook laptop on your first day. There\'s no need to supply your own.
* You do need to own your own smartphone, this will be needed each time you log into our customer support system.
#LI-Remote #LI-SW
Equality and opportunities
Diversity and inclusion are a priority for us and we\'re making sure we have lots of support for all of our people to grow at Monzo. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report. We\'re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
If you have a preferred name, please use it to apply. We don\'t need full or birth names at application stage
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